Sr Solutions Architect, Transmissions Help Desk Lead

Location:

For Those Who Work At Home - Various, Ohio 44144

Location: Opportunity to work remote but hours are 8a-5p EST, no on call

Job Summary:

The Sr. Solution Architect plays a key role in Commercial Onboarding Servicing (COS) team, part of Commercial Bank at Key Bank, as a dynamic role on the Commercial Data Transmissions Help Desk team.

As the primary point of contact, the Solutions Architect will work closely with clients and internal partners to support transmission product incident and inquiry resolution, leveraging technical and payment operations expertise, articulating complex technical concepts and solutions.

Collaboration with internal stakeholders including Sales, IT, and Operations and external vendors to develop solutions.  Requiring extensive knowledge of banking systems and commercial payments along with a proven track record in working with clients and partners resolving complex client inquiries.

  

Essential Functions:  

Client Integration: 

• Engage with clients to understand their ERP systems and integration needs. 
• Provide support of solutions for integrating client systems with the bank’s payment and information reporting services. 

Deliver Technical Expertise:  

• In-depth knowledge of Banking Payment Systems and File Formats (BAI, NACHA, EDI, ISO, Etc), Enterprise architecture and integration components as a Technical Subject Matter Expert. 
• Serve as a technical advisor and expert in payment solutions for our most strategic and innovative clients and partners. 
• Understand and apply knowledge of products, technologies, and business to solve for problems at scale. 

Requirement Building: 

• Lead our clients towards successful resolutions for Payment and Information products through intensive technical collaboration, identify key system architecture components, propose, and assist clients in resolution solutions.
• Address complex client issues, explore problems from various angles to discover new solutions with a hands-on approach. 

Communication & Collaboration: 

• Serve as a primary point of contact for clients throughout the support process. 
• Clearly communicate technical concepts and solutions to both technical and non-technical stakeholders. 
• Work collaboratively with internal teams, including IT, security, and product development, to ensure successful solutions. 
• Collaborate with business, product, and engineering teams to enhance the success of payment products by providing customer feedback.
• Contribute to the creation of top-notch documentation, tools, concepts and processes in a specific field, while developing solutions and resolving common problems for our Customers. 
• Stay updated with industry trends and develop a comprehensive market understanding of how payments ecosystem is evolving and can contribute to business goals. 

  

Required Qualifications:  

• Minimum of 5 years experience in a payment technology and/ or operations support role.
• Minimum of 2 years experience in a role with direct client support / interaction.
• Strong understanding of ERP systems and their integration with banking systems. 
• Customer-focused with a commitment to delivering high-quality service. 

Preferred Qualifications:  

• Experience working with file transfer as an integration method (batch processing & file transfer) , ISO (XML) , EDI (CSV) , and/or structured plain text (BAI, NACHA, etc)  
• Knowledge of back-office payment processing (ARP, Check, ACH, Wire, Lockbox).
• Hands on experience in Salesforce ServiceCloud.
• Experience leading initiatives and operate as a teams primary escalation point
• Knowledge of industry payment file formats and information reporting standards (ISO 20022, BAI, NACHA, etc) 
• Proficiency in APIs, secure file transfer protocols (SFTP), and other integration technologies. 

Technical Skills: 

• Technical Writing
• Computer and Software proficiency
• Project Management
• Proficiency in working effectively with both technical and non-technical stakeholders. 
• Excellent pr